Ticket Custom Fields, which are also referred to as Ticket Attributes, identify specific ticket traits that can help users create granular filters to help create granular workflows.
Examples of Ticket Custom Fields would be: Ticket [Status] and [CSAT Score]
Ticket Custom Fields can be used within:
Tickets tab to find specific sets of tickets as well as create Saved Searches
Automations (using Saved Searches) to filter for specific tickets to QA
Reporting tab to conduct reports on specific ticket attributes
This article will teach you how to add Ticket Custom Fields/Ticket Attributes.
Who can manage Ticket Custom fields?
The functionality to add Ticket Custom Fields is limited to users with the Admin role.
How do I add a Ticket Custom Field?
Go to Settings > Integrations > scroll down to the [Integration Settings] section.
These settings will default to the helpdesk you have integrated (ex. Zendesk, Salesforce, Intercom) and [Ticket Custom Field]. If multiple helpdesks are integrated, on the [Select Helpdesk] dropdown, choose the helpdesk with the custom field you want to add.
This will now bring up two selectors:
Select Field Type
These options are slightly different depending on the integration, and for this case, we will describe how the options work if the user is integrated with Zendesk.
The first selector Select Field Type has 2 options, standard, and custom. These correspond to default ticket fields and your custom Zendesk fields special to your Zendesk account, respectively.
The second selector Select Field has many options; this is where you select the actual field you want to import.
After you click on the "Add Ticket Custom Field" button, a row will be generated on the Ticket Attributes page.
To learn more about customizing these newly imported Ticket Attributes and making them available in different parts of the app, check out this article 👉 "Where are my Custom Ticket Attributes."